Hey Gang,
I'm in the middle of moving from ITSM 6 on ARS 6.3 to ITSM 7 on ARS
7.0.1.
We have 70,000+ "users" and around 1000 support personnel. We would
rather avoid having to load all of those users into either the
CTM:People form or the User form (or both). In Version 6, we could
authenticate a user (via AREA LDAP in our case) and that user would be
allowed to enter tickets by means of the Requester Console - New Request
form.
Now, in Version 7, the user is Authenticated (once again with AREA LDAP)
and then runs into a roadblock when they try to get into the Requester
Console:
You must be a registered user to access the Requester
Console. Please
contact your Administrator to register for the Requester
Application.
(ARWARN 1440101)
Throughout the "BMC Remedy IT Service Management 7.0 Configuration
Guide" they talk about the "unknown user" and define it (finally) on
page 365. When you follow their steps to "Allow Unknown Users" you are
basically setting up a GUEST account for everyone to use. I don't think
that would be a good idea in our environment.
I have discovered a way to automatically create the accounts for the
user as they login, and I'm just curious if there's a "prescribed"
method for doing such a thing with ITSM 7.0 without having to make the
CUSTOMIZATION (albeit gentle) to the workflow that I was required to
make.
Self-service is going to be leading motivation, if it's not already!
Why should a user have to wait for someone to create their "account" in
Remedy or "register for the Requester Application"?
Has anyone else out there been able to circumnavigate this one??
Thanks,
George
George Payne
Assistant Director, User Services
Information Technology Services
University of Texas at Austin
512.232.7513
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